How finding the right app can reduce guest complaints

Read how Zuzanna Nitecka of Santa Ana Apartamentos saves time – and slashed guest complaints – with a single app.

Managing multiple apartments in central Madrid means your days are always busy. That was certainly the case for Zuzanna Nitecka, the General Manager of Santa Ana Apartamentos.

She’s managed the property for four years, and during that time, she’s spent almost half her time sending emails to guests. Because the apartments’ reception isn’t open 24 hours, Zuzanna needed to ask guests for their arrival time – just so the property staff could plan their working day.

“I used to send 10,000 emails a day,” Zuzanna laughs. “But they always ended up in their spam folder.”

“A lot of guests came straight to the apartments without knowing important things,” Zuzanna says. Since the apartments don’t operate like a typical hotel, there’s a charge for arrivals after nine, and extra beds are limited. “We got a lot of complaints,” she explains.

With so many misunderstandings stemming directly from inefficiencies, Zuzanna had to find a solution. She had a look online, but the technology looked complicated, and she didn’t have enough time to research it properly. But everything changed when she discovered App Store by BookingSuite, a collection of verified tech solutions for properties of all sizes.

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Since Zuzanna was already using BookingSuite web and rate management products, she trusted the solutions she found there. “Just knowing it was a BookingSuite App Store gave us confidence,” she explains.

In the App Store, she found technology solutions covering different areas of hospitality, from rate management to property websites and even guest messaging. “Many apps were promoted in a single place, explained with simple words and photos. It was easy to read and simple to understand,” explains Zuzanna.

Zuzanna quickly found an app that simplified communication with guests. She’d be able to automate the emails she was sending every day, as well as manage the information around guests’ arrival and departure.

One of the things that drew her to the guest messaging app was the free trial, a feature of all programs in the App Store. “The free trial helped me to assess the product to make an appropriate buying decision. I also wanted to see if it was easy to use and convenient for our way of working.”

“We loved the free trial,” says Zuzanna. “To work out how to control it all, those days were really useful. If we didn’t like it, we could drop it. That gave us more confidence to try it.”

“The impact of the guest messaging app was massive. Now, all our confirmations reach the guests’ inboxes. 85% of my guests interact with us more than 2 times before they check-in,” she says.

“For the arrival times, the guests can fill in a form and we get it directly. That’s just amazing for us.”

The messaging app does a lot of work for us, so it saves us time. It’s really worth it – I can’t live without it now.
– Zuzanna Nitecka, general manager of Santa Ana Apartamentos and App Store user
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